Beyond the Review: Establishing a Culture of Excellence with CrossVue

As technological innovations are continually reshaping the industry landscapes, fostering a company culture of excellence is no easy feat. Yet, at CrossVue, a leading consulting firm specializing in Workday deployments and business transformations, excellence isn’t just a buzzword – it’s a way of life. Behind their five star reputation lies a commitment to delivering unparalleled service to their clients, guided by a set of core values highlighted in every aspect of their operations.

Leading CrossVue is Jill Jones, an experienced leader with a passion for organizational transformation and technology. With years of experience under her belt, Jill understands that true excellence goes beyond mere proficiency in skills; it’s about creating meaningful connections, both internally and externally.

In this discussion featuring Bonnie Tinder, Founder & CEO of Raven Intelligence, and Jill Jones, they delve into the importance and essence of establishing a culture of excellence.

Here are the key takeaways from their conversation.

How do you define ‘a culture of excellence’ within your own companies, and what were the initial steps you took to cultivate this culture?

Each year, CrossVue sets a company mantra rooted in their core values, and this year is all about creating a culture of excellence. This mantra serves as a guide, shaping company and team member decisions and actions internally as well as externally.

Internally, it shapes how team members support one another, fostering an environment of collaboration and accountability. Externally, it influences how they serve their customers, ensuring that every interaction is marked by a commitment to delivering the highest standards of excellence. For Jill and her team, a culture of excellence isn’t just about achieving results; it’s about fostering a sense of pride and accountability in everything they do.

“The way that we support one another and support our clients is what really makes us shine.” – Jill Jones

How does that manifest itself as you go to hire and look at bringing onboard new leaders to CrossVue?

While Jill sets the tone with her annual mantras, the true manifestation of this culture lies in their team members, as well as the recruitment and onboarding of new leaders and consultants. They seek out individuals who not only possess the requisite skills but also embody a commitment to customer hospitality. 

Jill also holds herself and her team accountable to this high standard, recognizing that the culture of excellence can only thrive when every team member is aligned with its principles. This unique blend, dubbed by Jill as the “CrossVue Combo,” ensures that every team member is equipped to deliver exceptional service, thereby bringing the company’s culture to life.

Can you explain what hospitality means to you at CrossVue?

At CrossVue, hospitality isn’t just a term reserved for the restaurant industry; it’s a guiding principle within her organization. Inspired by Danny Meyer’s book Setting the Table, Jill has embraced the transformative power of hospitality and applied it to the consulting world. Just as a Michelin-starred restaurant and a fast-food joint cater to vastly different tastes, yet both strive to satisfy their customers, CrossVue understands that each client is distinct and deserves tailored attention and support. It’s about creating experiences that make clients feel valued, understood, and ultimately successful – much like the hospitality industry caters to its patrons. Whether it’s through proactive communication, thoughtful problem-solving, or going the extra mile to ensure client satisfaction, hospitality is about creating a sense of importance and belonging.

As Jill quotes from Setting the Table, “Business, like life, is all about how you make people feel. It’s that simple and it’s that hard.” It’s not just about delivering results; it’s about fostering genuine connections and making clients feel valued every step of the way.

What does Raven see in customer reviews? Is it an emphasis on the technical side or is it more about customer service and hospitality? 

Bonnie emphasizes that it’s a nuanced blend of technical expertise and customer service that underpins overall satisfaction. Raven reviews encompass various facets, including satisfaction levels, communication effectiveness, technical proficiency, and project outcomes. While technical proficiency is undoubtedly crucial, smaller factors can play a pivotal role in shaping customer experience. Negative reviews often stem from seemingly simple issues, such as lapses in follow-up or communication breakdowns. As Bonnie aptly puts it, these seemingly innocuous “pebbles in the shoe” can escalate into more significant issues, detracting from the overall client experience.

It’s also the less tangible elements, often referred to as sentiment scores, that offer valuable insights into customer satisfaction. These include aspects such as effective communication, responsiveness, and even the ability to empathize with client needs. As Bonnie notes, understanding the underlying sentiments behind customer feedback is essential for understanding the reason for success.

To mitigate such challenges, CrossVue leverages Raven Intelligence to gain actionable insights from customer feedback. By proactively addressing issues and fostering open communication channels, they strive to uphold their commitment to a culture of excellence.

We are in a time of rapid growth and significant technological change, specifically as it relates to the developments in AI, how are the customers in this industry tackling some of these challenges?

With the rise of artificial intelligence (AI), businesses are navigating a landscape of both opportunity and caution. During the Workday Analyst Summit, Bonnie recounts conversations highlighting Workday’s strategic approach to AI and the cautious mindset prevalent among its customers. She explains that while customers and organizations are eager to explore the possibilities offered by AI, they are proceeding with caution, preferring a measured and thoughtful approach over hasty adoption. This sentiment reflects a desire to minimize risk and disruption to business operations, and why customers are opting for pragmatic and low-risk implementations, particularly in areas such as documentation and communication.

“Clients are very interested in what the capabilities of AI are, but nobody wants to be the first to turn all of those options on. It’s a measured approach from the client’s perspective.” – Bonnie Tinder

CrossVue is already utilizing AI-powered tools like generative AI and natural language processing to help enhance efficiency and uncover insights from customer feedback. Although, Jill notes that true success hinges on their ability to balance technical expertise with a commitment to hospitality and customer service.

While the evolving landscape of AI presents both opportunities and challenges for businesses like CrossVue and their customers, embracing a measured approach and leveraging AI’s capabilities slowly, can help businesses navigate this transformative journey with confidence.

What is the advice that you’re giving to customers as they’re thinking about AI within the context of a Workday deployment? 

Integrating AI technologies can offer transformative benefits, but it requires a strategic approach. Jill’s first recommendation is to start small. Instead of diving headfirst into large-scale AI initiatives, she advises clients to identify a few use cases that align with their organization’s objectives and can be implemented quickly. This allows organizations to test the waters, evaluate outcomes, and reassess as needed before scaling up across the entire organization.

Jill also emphasizes the importance of addressing key considerations such as data management, risk assessment, and legal implications associated with AI deployment. By establishing clear boundaries and understanding potential risks, organizations can mitigate challenges and ensure compliance with regulatory requirements.

Lastly, Jill underscores the significance of understanding existing workflows and processes within departments. By conducting a thorough assessment of operational inefficiencies and areas ripe for improvement, organizations can identify opportunities where AI technologies can drive meaningful impact.

Rather than rushing into complex projects, she suggests a methodical approach that prioritizes understanding, experimentation, and incremental progress. By starting small, addressing key considerations, and leveraging insights gained from initial deployments, organizations can pave the way for successful AI integration within their Workday environment.

What advice would you give to other leaders striving to create and sustain a culture of excellence? 

For leaders aspiring to cultivate and maintain a culture of excellence within their organizations, Jill emphasizes the importance of prioritizing the human element, even amidst technological advancements. While technologies like AI may streamline processes, they cannot replace the essence of human connection and partnership. Fostering a culture of excellence requires a steadfast commitment to making people feel valued, understood, and supported.

“Technology is not a magic bullet. It’s a tool for organizations and leaders to be successful.” – Jill Jones

Jill agrees that true excellence is not achieved overnight; it requires dedication and a relentless pursuit of improvement as well as personal accountability. By weaving this culture of excellence into every facet of their operations, from hiring to project delivery, CrossVue ensures that their commitment to excellence remains strong.

And as Bonnie mentions, the impact of CrossVue’s culture of excellence is evident in the feedback they receive from clients on Raven Intelligence as clients consistently praise CrossVue’s dedication to service excellence.

In a world where success is often measured in metrics and milestones, CrossVue stands as a testament to the enduring value of human connection and unwavering commitment to excellence. As they continue to navigate the ever-evolving landscape of consulting, one thing remains clear: for CrossVue, excellence isn’t just a goal – it’s a way of life.

About CrossVue

CrossVue is a leading boutique consulting firm providing the blueprint for transforming businesses through Workday. With a focus on regulated industries, CrossVue’s workforce specializes in fusing innovation with deep technical and industry expertise to solve complex use cases. See how we are helping businesses see clear across the enterprise at crossvue.com.

Learn more about CrossVue on their Raven profile.

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